Posted: July 27, 2022 at 10:54 pm
We are facing a peculiar issue of a few client cards not processing when they pay via our setup. The issue is that it only occurs for a few clients and throws the error in the subject line.
Can you provide more detail when this happens and to what clients this happens to?
Where does the error display?
Are there any error messages in the payment method logs (Event Espresso > Payment Methods > Logs)?
The error displays when people submit their credit card details via the online forms on our website at teo.co.nz. It pops up in the browser right at the end of completing the form. As you’ll see below, also appears in automated Event Espresso emails that are sent.
And I can’t get much from the Payment Methods Logs. There are only just over two pages of listings, going back just 4 days ago.
My notes for 2k Consulting (the client who are having most problems, they haven’t been able to make their last 6 or so transactions work online and have had to phone us with the credit card details so we process the transaction internally through eWay)…
Call Jean from 2kconsulting to help with placing an order
Yet, in Keap, say This Card is OK
They also get emails like this from Event Espresso:
This client also tested credit card on different browsers, as did I at my end with her credit card details, using our teo.co.nz website (event espresso). Error was returned in all instances.
We have two other clients who have had recurring
CLIENT 2 – (SAME ISSUE AS ABOVE, HAPPENED ON AT LEAST TWO OCCASIONS)
From: TEO Training <email@example.com>
CLIENT 3 – Nicola Brown Nicki.Brown@bakertillysr.nz
‘Card Charge request resulted in an unrecognized Error.’ is an error thrown but the InfusionSoft addon when the charge request either returns nothing or something completely unexpected.
The details from the emails and those shown on the front end to the users can’t help troubleshoot this, the details from the log entries can but by the sounds of it your site is set to store logs for 7 days and this hasn’t happened recently enough?
Go to Event Espresso -> Payment Methods -> Settings.
What is ‘Gateway Logs Lifespan’ set to? If it’s 7 days change that to 30 and save.
Unfortunately, we’ll then need to wait for this to happen again so we can view the log entries created when it happens as that is where we find out what is happening.
ok done. have changed from 7 days to 30.
When it happens I’ll happily look over the logs for you if you’d like, or you can do so yourself, up to you.
If you’d like me to take a look I’ll need temp login details sent over when it happens and details of which transaction to look at.
You can send credentials (when it happens, not now) using this form:
The support post ‘EE_SPOC_Reg_Step_Payment_Options – _Payment_Status_Status 2514’ is closed to new replies.
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